THE CLIENT IS NOT ALWAYS RIGHT
April 2023-Barcelona, Spain.
Who said toxic customers don’t exist? At TREC Barcelona we conceive every business as a win-win scenario. The cliché ‘the client is always right’, let’s be aware, is not true & there are clear limits, especially if the reality undermines our resources & dividends.
In the event that a person has the potential to become a real customer & during the previous negotiation we see any warning signs that indicate it may be a conflictive client, it is time to walk away to avoid future setbacks. However, if it happens later on when the relationship is established, we will reflect on those warning signs & prepare ourselves for the negative economic impact.
In the challenging task of dealing with a toxic, uninformed & daring client who comes into your life stealthily, but firmly, and ends up turning the time the contracted service lasts into a hell full of outrages, disrespect, offense & mistrust, we need to protect our business, project & energy, without forgetting the effort to arm yourself with patience to battle & defend yourself. Financially speaking, is it worth? Absolutely not. Never. It is one thing to argue regularly over a matter, it is another the client sour your existence. The situation could last months since the very first sign, and it goes in crescendo, especially when disdain & tyranny join. Of course, our work, our project, the relationship with the companies that carry out finishing works will also be affected; then things will only get worse.
At TREC Barcelona we understand that our professional activity is a complex cosmos; indeed, good times prevail & are associated to good people. If we look at our career path, it is absolutely true that we have remained more humble than conceited, more helpful than ambitious or self-interested, more committed than passive, more innovative than old-school funs, more collaborative than distant & more passionate than sceptical. Above all, that includes empathy. We believe in the power of words, smiles, attitude, professionalism & politeness, key factors that have the power to transform the narrative – all skills have to do with quiet diplomacy.
When suddenly the relationship takes a turn & troubles persist, it is decisive to know if we are going to stop & conclude the task we’ve been hired for or, on the contrary, we are going to keep on with great strength triggered at all levels; all to accomplish, even knowing that excuses to pay fees will arise & legal actions will start on our side to claim. Nasty people have no ears & enter into conflict for free. Literally, they steal our rest hours, eats up our free time (including weekends & holiday periods) for jobs that should be restricted to fixed working hours.
In my view, business excellence is achieved when you bring together good people, skills & understanding. It is vital that freelancers & clients stay in positive & respectful relationships for the success of the project. We must escape the mediocrity. Honor should not be underestimated, let’s face the power of NOT in capital letters & its impact on how we say it.
Signed articles reflect the views of the author & not necessarily those of TREC Barcelona & Associates.
All rights reserved. TREC Barcelona & Associates 2023.
Investment & Asset Management, Housing, Interior & Refurbishments, Customized, Sustainable Architecture.